Tri-C Sheet Metal, Inc.

Initial Business Response /* (1000, 5, 2016/05/23) */
Thank you for contacting Keystone regarding Ms. [redacted]'s questions about our product. We will be contacting Ms. [redacted] direct to answer any questions she may have.
Initial Consumer Rebuttal /* (3000, 7, 2016/05/27) */
(The consumer...

indicated he/she DID NOT accept the response from the business.)
A customer service rep. called and the concerns were expressed to her and she was to follow up with an email response after speaking further with others at Keystone and this has not happened. We still don't have our trailer, it's been over 2 months and we have no word when we will get it back??? Then, how are we to know that the cabinets wont' fall apart again?
Final Business Response /* (4000, 9, 2016/05/31) */
Thank you for the response. Keystone RV has made good faith offer to assist, as well as honored all warranty request. We will again follow up with our customer to verify all are on the same page. Keystone RV Company's goal is to resolve all outstanding issues that may be pending which we are presently achieving.
Final Consumer Response /* (4200, 11, 2016/06/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
KEYSTONE HAS NOT FOLLOWED UP AND HAS NOT CONTACTED US AS STATED ABOVE. OUR TRAILER WAS LESS THEN 1 YEAR OLD WHEN ALL THE CUPBOARD FACING HAVE FALLEN COMPLETELY APART. THIS IS AMONG THE OTHER ITEMS THAT HAVE FAILED. THEY CLAIM TO HONOR THE WARRANTY WHICH IS NOW EXPIRED. BIG DEAL! WHAT'S THIS TO US, NOTHING. WE HAVE NOT HAD THE TRAILER FOR OVER 2.5 MONTHS SINCE IT'S SUPPOSE TO BE GETTING FIXED. REALLY, SHOULD IT NEEDS THIS KINDS OF REPAIR IN LESS THEN 1 YEAR. WE HAVE FOUND OUT FROM THE DEALR MANY OTHER TRAILERS HAVE COME IN WITH THIS PROBLEM, ONLY NOT AS BAD AS OUR SITUATION.
WE CONTIUNE TO PAY PAYMENTS FOR THIS PRODUCT THAT IS DEFUNCT AND NOT IN OUR POSSESSION. THIS IS NOT OUR FAULT AND BEYOND THE REASONABLE SCOPE OF A NORMAL REPAIR. WE HAVE HAD NO INFORMATION FROM THE DEALER OR THE MANUFACTUER ON THE STATUS OF THE REPAIRS. THE QUALITY IS SUBPAR AND THE CUSTOMER SERVICE IS DESPICABLE AND BEYOND DISAPPOINTING. IF YOU PURCHASED A NEW TRAILER FOR OVER [redacted] AND LESS THEN 1 YEAR IT COMPLETELY FALLS APART HOW HAPPY WOULD YOU BE?? WE HAVE BEEN REASONABLE WITH CONTACTING THE MANUFACTURER INITIALLY AS INDICATED IN OUR MANUAL.
OUR NEXT STEP WILL BE TO CONTACT THE MEDIA AND THE FEDERAL TRADE COMMISSION.

Thank you for contacting Keystone RV regarding a complaint received by Ms. [redacted] The RV in question has been retail owned and utilized since October of 2015 putting the manufacturer's warranty expiring in October of 2016. Outside of this, Ms. [redacted] is referring to a slide room adjustment which...

would be considered part of owner's maintenance, not  a defect in the product. We do thank you, however, for reaching out.

Thank you for the additional information. Adjustments, including adjustments to the slide room, are considered owner's maintenance. Keystone's response will remain unchanged in this matter.

Initial Business Response /* (1000, 5, 2016/10/31) */
Thank you for contacting Keystone regarding Mr. [redacted]'s complaint. We have agreed to a factory standard repair to address the roof concern submitted to us, however a full roof replacement is not required, as requested by Mr. [redacted]. Thank you...

again for bringing this matter to our attention.

Initial Business Response /* (1000, 5, 2016/04/12) */
Thank you for contacting Keystone regarding Mr. [redacted]'s concerns with our product. We will be contacting direct to resolve this matter. Keystone RV Company's goal is to resolve all outstanding issues that may be pending.
Initial Consumer...

Rebuttal /* (3000, 7, 2016/04/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They contacted me today (April XX XXXX) not to address my concerns of the following:
> I asked [redacted] H.) Why is it that only my unit is being is being modified from manufacturer plans/drawing. Should it work with the same amount of air vents like other units.
> I asked Keystone [redacted] why the dealership has told me verbally now (twice) that they believe something is wrong with the heater unit not the air ducting. She claims the dealership is telling Keystone different & nothing is wrong but I do a walk through with the dealer techs and they show me.
>I asked for a legal document stating that the unit is 100% safe to use & Keystone will take responsibility if something happens to the unit or person due to the heater. They refuse to do this, [redacted] said she has already given me a letter, but this letter she talks of is not what I asked for verbally or by email. The letter she sent is attached & just states "that sometimes Keystone has to make repairs & this will be documented" thats it. A "History in Mind" letter, I know the History.
Also the dealership is telling me that they have asked Keystone to visit their site so they can see the problem for themselves but they refuse.
[redacted] was not a very pleasant person to talk with, would not hear my concerns, just talked over me)
[redacted] never responds to emails or calls you back )
[redacted] H also told me on the phone that its not possible to get burned by this vent and they will not write a letter for this and someone keeps their hand on it to get burned. Then stated you shouldn't stay on top of the vent, (I claimed, that Keystone built a fold out couch cushion bed that lays on this vent, how can someone stay away from the vent??) [redacted] said I was false, so I asked her to present to me how to sleep on this bed without being on the vent. She refused of course.
All Keystone [redacted] is/are worried about on the phone is that I wrote to the Revdex.com & they have no real concern about fixing the actual problem or making me feel comfortable that I will receive back a safe working product even though the dealership is telling me something is wrong. (and I see as well with a calibrated Temperature Gauge)
Final Consumer Response /* (4200, 11, 2016/04/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As you can see, the temperature is not being exaggerated . Keystone has only contacted me the one time and yes I am aware of their position, something is wrong with your 3 week old product??? Tuff, it's not Keystones problem, thats what they have made me aware of on their position . Keystone has told the dealership technician (as stated attached) "that's the way it is". It also melted the plastic vent that they put on the floor, which the dealership had to remove.This is a safety concern to me and my family, so my next step is legal action. Would have been a lot better for both of us to just fix the issue but they rather just give me a run around. This is my 4th travel trailer & 3rd keystone, I know for a fact 250f is too hot.This is now on my top list, which as of right now in my life, the only company on this list, TO NEVER, EVER, EVER, BUY FROM OR RECOMMEND . Should be out of business. Oh and I do have the calibration cert for the thermometer
Final Business Response /* (4000, 13, 2016/04/21) */
Thank you for the response. Although no defect has been determined, Keystone has made a good faith offer to assist. An advisor currently has messages left for Mr. [redacted] and we will continue to work directly with Mr. [redacted] to resolve his concerns.

Thank you for the additional information. As relayed, there is not a defect present regrading Mr. [redacted]s allegation. If a non-warranty, goodwill gesture was offered by someone at Keystone, certainly it would stand.

Initial Business Response /* (1000, 5, 2016/06/16) */
Thank you for the information. The decals put onto this unit are newer year decals and a complete matching set. Mr. [redacted] fully inspected the unit, including decals, after repairs were made and was satisfied at that point. We have made a...

good faith offer to replace the front 2 decals due to a slight misalignment, however again replacing the full set of decals will produce the same results as currently in place. Keystone, respectfully, will not be participating with further decals
Initial Consumer Rebuttal /* (3000, 7, 2016/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The decals were not specifically accepted ever and repairs were not to satisfaction because of the damaged roof among other things so that is a lie and is in writing at Veurinks'. The decals do not look like ANY model. If they will correct them to look like "ANY" model we will accept it. I can show whoever would like to see pictures (attached)which they have and simply refuse to acknowledge. They are not being truthful because if they were to change the decals it would not look the same unless they do the same made-up, terrible job. You can see the line across the window does not meet up, there is a big brown square at the front(and back) instead of the cut-outs that are supposed to be there. The front lines do not meet up and match the sides now. The decals overlap and do not match up which you can see in the picture and there were no seams on the original decals. Veurinks' sent us pictures(attached) of other similar trailers and nothing is the same. The worst part of all of this is none of it is our doing and we are being forced to accept inferior product!
Final Business Response /* (4000, 10, 2016/06/24) */
Thank you for the response. The decals placed on this unit before being inspected by Mr. [redacted] were upgraded 2015 model decals. Again we are aware that there are two decals that are slightly misaligned and we will participate with having these replaced through an authorized dealer.
Final Consumer Response /* (2000, 12, 2016/06/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This is a very hesitant yes. We only accept this if they can explain how they will do this without more mismatched seams and make it look like it is supposed to. Are they replacing both sides fully as requested? Are they making the decals look like the picture they sent us? If so, the matter is over and we completely accept. I still can't believe we buy a new trailer and are treated like this over something Keystone did.

Initial Business Response /* (1000, 5, 2015/08/19) */
Contact Name and Title: Keystone Customer Service
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@keystonerv.com
Keystone has been in contact with Mrs. [redacted]. We have communicated that Keystone RV Company products carry a 1 year...

manufacturer's limited warranty. This unit was sold on 7/12/2013, thus the manufacturer's warranty has expired on 7/12/2014. It appears that on 10/01/2014, after the warranty expiration, Keystone authorized to have repairs performed as a goodwill gesture. The more recent reference to defects has been investigated at the dealership level, in which Keystone authorized as goodwill, and no defects were presented. At this time we, respectfully, will not be participating in repairs to this unit. Thank you, again, for bringing this matter to our attention.
OFFER:
Initial Consumer Rebuttal /* (3000, 8, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If Keystone repaired the issue based on good will then why is the unit still leaking and not repaired at all. I can also include the insurance claim where the dealer attempted to have us get it fixed that way because it would be easier than dealing with Keystone. The insurance company refused to cover it because it was a "manufacturers defect" as there were 4 other brand new units on the lot that were leaking in the same manner. This was not a gesture of good will at all. This unit has been leaking since before we purchased it and had staining to prove it. You had an obligation to fix it properly and have not. Your customer service rep Lisa promised me in May of 2015 when I continued to try and tell you guys it was not fixed properly that I shouldn't worry about it and that if it continued to leak Keystone would continue to fix it as an extension of the warranty because the issue was not repaired. Now we cannot get you to honour this promise. I have left numerous messages with Lisa and she has not returned my calls. We were advised to continue using our camper until after the warranty expired so that we could still take our holiday and now we are being penalized for it. Again we paid the price for a brand new unit and received much less than that. Your products are substandard, your customer service is substandard and I will never recommend anyone purchase a Keystone product if this is not resolved. If I must I will have no problem addressing this issue in court.
Final Business Response /* (4030, 11, 2015/09/01) */
Keystone has been in contact with Mrs. [redacted]. We have communicated that at this time, no manufacturing defect has been presented to Keystone RV Company. All items that have been turned in are maintenance items, which are not covered under the Manufacturer's warranty. This unit was sold on 7/12/2013, thus the manufacturer's warranty has expired on 7/12/2014 and we, respectfully, will not be participating in repairs to this unit. Thank you, again, for bringing this matter to our attention.

Initial Business Response /* (1000, 5, 2016/09/13) */
Thank you for contacting Keystone regarding Mr. [redacted]'s complaint. To date, all warrantable concerns submitted to us have been approved for repairs. We will reach out to Mr. [redacted] again to discuss. Thank you again for bringing this matter to our...

attention.
Initial Consumer Rebuttal /* (3000, 7, 2016/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their response at this time because my unit is currently having more issues with the air conditioning. I also feel since it has been in for repairs for a total of almost four months so far that I should be entitled to an extended warranty and financial compensation as well. And if the problems persist a new unit should be provided since it would be clear that it is a lemon. Until these requirements are met I will not let this case close.
Final Business Response /* (4000, 9, 2016/09/30) */
Thank you for the additional information. If a current concern exists and to allow Keystone's consideration on any requests, the unit will need to be inspected by an authorized dealer. We would not speculate if a current defect or failure exists.

Initial Business Response /* (1000, 5, 2017/06/19) */
Thank you for contacting Keystone regarding consumer, [redacted]. We currently have a representative working with both Ms. [redacted] and her dealership to resolve. Our goal is to address any outstanding warranty concerns. Thank you for...

bringing this matter to our attention.
Initial Consumer Rebuttal /* (3000, 7, 2017/06/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Our RV is still at Camping World pending approval from Keystone for more repairs and hours to complete work.
I do not feel at this time anyone cares that we purchased a NEW camper that we have never used because of all the manufacturer defects in this unit. The unit has leaked since we got it and we have now missed half of the camping season. Now 73 days later we are no closer to resolving this mess with Keystone and Keystone is still not taking responsibility for their poorly constructed unit. We need a brand new RV or our money back not a patched up deprecated leaking unit. This is a responsible request.
Final Business Response /* (4000, 9, 2017/06/29) */
This consumer has retained council and all correspondence will be directed through their attorney.

Initial Business Response /* (1000, 6, 2018/01/04) */
Thank you for contacting Keystone RV regarding a complaint received by Mr. [redacted]. We cannot respond to complaints of inconveniences to take the unit in for repairs due to living in the RV. We produce recreational vehicles and the warranty...

states it is owner responsibility to deliver to a dealer for repairs. Items such as broken glass would not be considered under warranty as this is the result of damage not a defect. The Keystone warranty is in place to address defects in materials and/or workmanship. We do thank you for bringing this matter to our attention.
Initial Consumer Rebuttal /* (3000, 9, 2018/01/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We understand and appreciate that Keystone manufactures recreational vehicles. We would appreciate a properly manufactured RV in order for recreation to occur not spending our recreational time with the RV in for repairs (4 times in less than 10 months) with an expected 2 additional trips in the coming months. keystone is completely ignoring the reasons for our complaint poorly manufactured product requiring down time from the enjoyment of recreation. We paid a goodly sum of money for a properly manufactured RV and have received instead a product with many defects and poor quality.
Final Business Response /* (4000, 11, 2018/01/12) */
Thank you for the additional information. Unfortunately there is nothing further to respond to. Items damaged will not be addressed under warranty however if there is a belief of defects present we would suggest the customer deliver the unit to an authorized dealer for inspection and submitting of claims.

Initial Business Response /* (1000, 9, 2016/08/05) */
Thank you for contacting us regarding Ms. [redacted]'s concerns. These one time concerns submitted during the warranty period have been approved completely to address thoroughly with our dealer. We will be contacting Ms. [redacted] directly to explain the...

repair/warranty process and work to resolve. Keystone's goal is to resolve all currently pending warranty repairs.
Initial Consumer Rebuttal /* (3000, 11, 2016/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In order to repair this defect, the dealer is going to have to replace the entire back outside wall; which inevitably Keystone should warranty this repair for an extra year.
I did not spend a ton of money to have a camper that has to be so extensively repaired. I request Keystone to provide me with a like camper which is new and without defect.!!!
Final Consumer Response /* (4200, 19, 2016/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Received an email from Keystone advising they would only warranty the repair for 9 months, I feel it should have a year warranty, but assume that is all they are going to give; and this being done by the local dealership. I replied to their email also advising that since I have had the camper back in my possession for a couple days, after being at the dealership for almost a month, that there is a spot on the kitchen floor that seems like it is loose and trying to come up. This was not that way before I took it to them. I don't know if this is something that has happened while in their possession, but the floor was fine when it was taken to them. I asked them to please advise.
Final Business Response /* (4000, 21, 2016/09/07) */
Thank you for the additional information. Should further concerns need addressed, the unit will need to be returned to an authorized dealer for assistance. We will reach out to Ms. [redacted] directly.

Initial Business Response /* (1000, 5, 2016/05/02) */
Thank you for contacting Keystone regarding Ms. [redacted]'s concerns with our product. We will be contacting Ms. [redacted] direct to resolve this matter. Keystone RV Company's goal is to resolve all outstanding issues that may be pending.

Initial Business Response /* (1000, 5, 2018/01/03) */
Thank you for contacting us regarding a complaint received by Mr. [redacted]. Keystone has authorized factory standard repairs to the flooring in this unit as stipulated in Mr. [redacted]'s warranty. We have no knowledge of the remaining allegations...

however should there be a belief of defects, the unit would need to be delivered to an authorized dealership for inspection and submission of claims to Keystone.
Initial Consumer Rebuttal /* (3000, 7, 2018/01/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They do not state that they will replace the entire flooring. I do not want a patch in the middle of the floor. As for the other defect they are aware of these, as I sent emails to this company. Also my dealer sent emails and phone call to them regarding these defect. Again, the whole flooring needs to be replace, as a patch work on a new unit is unfair. The total square footage to be replace is approximately 80 square feet. This was a new unit and only six month old.
Final Business Response /* (4000, 9, 2018/01/04) */
Again , we approve factory standard repairs to the flooring. This is not a patch put over the area of concern. Simply because there is a belief that this is not a correct repair does not negate repair approvals. Should the customer believe a different repair should take place, this would be at an out of pocket cost for the consumer to pursue.

Initial Business Response /* (1000, 5, 2017/06/20) */
Thank you for contacting Keystone regarding a complaint received by Ms. [redacted].
Supplied to us by Ms. [redacted] is a picture of a refrigerator laying in a field along with allegations of the refrigerator being installed incorrectly into the RV...

she purchased as the second owner. Keystone has not been presented with a defect and the unit has been retail owned and used for approximately 12 years. With all of this in mind, we again would respectfully decline participation as Ms. [redacted] has requested.
Initial Consumer Rebuttal /* (3000, 7, 2017/06/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The fridge is approximately 20 foot in front of my camper in the edge of the woods. It had to be removed from the camper because it continued to leak into the camper resulting in further contamination. It is still leaking and contaminating all the air within 20 foot of the camper so I drug it to the edge of the woods not a field as they call it. I happen to have woods in front of my camper. You still cannot go in the camper because of the fumes.The fridge leaking isn't the problem. The problem is the ammonia was not supposed to be allowed to enter the camper doesn't matter if it's 50 years old.. During the installation by Keystone it is supposed to be sealed to keep the ammonia from being able to enter the camper. There is no seal at all where the fridge was. None at all so it was a defective installation and like I said it doesn't matter if it was a year ago or 50 years it was not installed properly. Dometic contacted me and said Keystone did a faulty installation and I sent that email to Keystone.I will add that email to my complaint when I can locate it where they say it's not a manu defect but an installation defect. I can take pictures if I can get a mask of some kind that will block the ammonia showing there is no seal of any kind. The fridge was just stuck in the hole with nothing sealing around it.
Final Business Response /* (4000, 9, 2017/06/22) */
Thank you for the additional information. Keystone's response will remain unchanged.

Initial Business Response /* (1000, 5, 2017/06/28) */
Thank you for contacting Keystone RV regarding a complaint received from Ms. [redacted]. Keystone supplies a one year warranty not a two year. Without having the owners name or VIN , we are not able to pull this RV up in our system however as relayed...

by Ms. [redacted], the unit was purchased 9/26/2013 which would put the warranty expiration at 9/26/2014.
Fading is also a natural occurrence that cannot be predicted and would not be a manufacturer defect. With all of this in mind, we would again respectfully decline participation as requested. Thank you for bringing this matter to our attention.

Initial Business Response /* (1000, 5, 2015/06/16) */
Contact Name and Title: Keystone Customer Service
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@keystonerv.com
Thank you for contacting Keystone regarding Mrs. [redacted]'s concerns with our product. We will be contacting Mrs....

[redacted] direct to resolve this matter. Keystone RV Company's goal is to resolve all outstanding issues that may be pending.
OFFER:

Initial Business Response /* (1000, 5, 2015/11/17) */
Contact Name and Title: Keystone Customer Service
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@keystonerv.com
Keystone has been in contact with the [redacted]'s and we have responded to the concerns that were brought to our...

attention. We have agreed to work together to resolve all concerns and are presently awaiting a return call. Thank you, again, for making us aware.
OFFER:

Initial Business Response /* (1000, 5, 2017/09/29) */
Thank you for contacting Keystone RV regarding a complaint received by Mr. [redacted]. Keystone along with the vendor of the awning has fully reviewed all information submitted to us. The determination is clearly damage, not a manufacturer defect...

however we have approved a one time only goodwill gesture to replace the damaged arm. Please note, awnings should not be used in winds that can cause damage. We do thank you for bringing this matter to our attention.
Initial Consumer Rebuttal /* (3000, 7, 2017/10/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do accept and appreciate their decision but I don't have anything I can use to follow up with. Neither myself nor the service provider have received a written endorsement to get the work done. As soon as I have that I will be more than happy to accept the response.
Final Business Response /* (4000, 9, 2017/10/12) */
Mr. [redacted] would simply need to follow up with his dealership as the approval or "written endorsement" is noted in the pre authorization submitted to us by his dealership.
Final Consumer Response /* (2000, 11, 2017/10/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Thank you for contacting Keystone RV regarding a complaint received by Mr. [redacted]. If a customer believes that defects are present that would be covered under their one year warranty, they would simply need to proceed to an authorized dealer for inspection and submitting to Keystone. In regards to...

the awning, although no defect was determined, both Keystone and the manufacturer of the awning have participated with some goodwill towards this repair.